SAP Customer Relationship Management with SAP CRM 4.0

SAP Customer Relationship Management with SAP CRM 4.0

This document provides the basic understanding about SAP Customer Relationship Management (CRM) 4.0.

Customer Relationship Management (CRM) is a comprehensive sales, service and marketing approach to building long-term customer relationships, improving business performance, and by doing so increasing revenues and profitability.

Traditional customer relationship management relied mostly on decentralized units and in some cases only individual employees had knowledge about the customer and the company’s interaction with the customer. History of contacts with a customer and customer issues remained restricted to few people within the company.

Today SAP CRM allows all interactions to be readily available to all persons who need access to information about a customer. Contact channels include the Internet, call centers, and personal contacts.

CRM will base corporate decision making on more reliable information and thus lead to improving service, solving problems faster, retaining customers, and improving relationships.

This document cover the following concepts,

What is customer relationship management?    
CRM marketing    
CRM marketing planning and campaign management    
Tpm - trade promotion management    
Campaign automation    
CRM lead management    
External list management    
Business partner segmentation    
System landscape for CRM marketing    
CRM enterprise sales    
Business transactions    
Sales order exchange    
Sales order management in CRM    
Activity management in CRM    
System landscape for enterprise sales and service    
CRM enterprise service    
Service order management    
Complaint and return management    
CRM customer interaction center    
Inbound telesales    
Telesales outbound    
Customer service and support in interaction center    
Complaint management in interaction center    
Complaint management in interaction center (automotive)    
System landscape for customer interaction center    
CRM e-commerce    
E-commerce - key capabilities    
E-selling b2b: sales order management    
E-selling b2c: sales order management    
E-selling system landscape    
Internet sales (r/3 edition)    
System landscape for e-selling r/3 edition    
CRM field applications    
Field sales order management
Additional mobile client functions:    
System landscape for CRM field applications    
People-centric CRM    
Enterprise portal    
People centric user interface (pc-ui)    
Pc-ui capabilities    
Customizing the pc-ui    
System landscape for pc-ui:    
CRM channel management    
CRM channel marketing    
CRM channel sales    
CRM channel service    
CRM channel commerce    
CRM partner management    
System landscape for CRM channel management    
Mobile engine scenarios    
System landscape components overview    
Performance analysis    
Marketing    
Customer interaction center    
E-commerce    
Field sales